Merging tickets

[trainyoucon]

Hi there.

Merging email tickets.

One of my clients changed his email address and started emailing from his new email account. I merged both tickets (from different email accounts) and noticed that the "new merged ticket" kept the old email account, not the latest one used. (should the latest not be your most accurate - or maybe keep a audit trial somewhere of it)

Problem is that I don't have his new email account and cant find this anywhere in Hesk. Must wait now for him to contact us again to manually update it.

Thanks.
Ez

[Klemen]

Yes, if this happened the old email has been lost as old tickets have been removed form the database.

There are many approaches to merging tickets, HESK uses the "merge tickets into the first submitted (original) one" policy. But yes, there is indeed room for improvement and I will see if I can come up with a solution to prevent something like this in the future.

[trainyoucon]

Hi there.

Many thanks for the response.

We used three different types of helpdesk software for the different departments and slowly moved everything over to HESK. Also have mail-catcher activated, so all emails is forwarded to the helpdesk.

PROBLEM: There is no way of checking what email address was used.

Not sure if this can also be implemented with the above - even if its only in the audit trial at the bottom.

[Klemen]

You will probably need to uncomment line $tmpvar['to_email'] in inc/pipe_functions.inc.php and adding $tmpvar['to_email'] to the $tmpvar['message'] variable.